About you
You are experienced person in application management with deep hands-on experience. You combine strong technical acumen with leadership maturity, capable of translating business vision into sustainable digital solutions. You thrive in Agile, cross-functional environments, and are passionate about continuous improvement, data integrity, and delivering measurable business value.
Key Responsibilities
1.Service Leadership and Oversight
- Lead and manage multiple external service owners, providing guidance, direction, and performance management
- Act as the lead service owner for activities requiring internal approvals, decisions, or restricted access rights
- Design the overall service framework, ensuring quality delivery at optimized costs
- Represent services to stakeholders and manage customer expectations to ensure value fulfilment
2.Service Delivery and Performance
- Ensure the set-up of operational service models/frameworks and their delivery according to agreements with service recipients
- Supervise continuous improvement cycles to meet, maintain, and increase service consumer satisfaction
- Monitor service performance metrics and KPIs, ensuring alignment with business goals
- Ensure compliance with SLAs, OLAs, and other contractual obligations
3.Internal Governance and Decision-Making
- Ensure services meet all applicable quality, regulatory, and cybersecurity requirements
- Act as the escalation point for issues that external service owners cannot resolve
- Make critical decisions requiring internal authority that cannot be delegated to external service owners
- Provide necessary internal approvals for service changes, enhancements, or issue resolution
4.Strategic Management
- Align service strategy with business requirements and technology leadership's strategy
- Drive service automation, ensuring service design, and performance
- Promote service continuous improvement in collaboration with stakeholders and partners
- Manage the financial aspects of services, including budgeting and cost optimization
5.Stakeholder Management
- Work closely with Business Partners to understand and address business needs
- Coordinate with Service Catalog Managers to manage Digital Solutions and Service Offerings
- Negotiate service levels for new or changing service offerings
- Prepare and participate in periodic service performance reviews with stakeholders
- Collaborate with business units, partners, and other service lines to align priorities and manage dependencies
6.Decision Making
- Authority to make decisions requiring internal approval that cannot be delegated to external service owners
- Authority to approve service changes, enhancements, and issue resolution strategies
- Authority to negotiate and approve service level agreements with business stakeholders
- Authority to implement service improvement initiatives and prioritize service enhancements
Required Skills & Qualifications
- Bachelors or Masters degree in Computer Science, Information Systems, Engineering, or a related field
- 15+ years of experience in IT Service Management (ITSM) practices. Significant experience in application management and IT service delivery
- Experience in healthcare or life sciences domain is a plus
- Strong understanding of application architecture and infrastructure
- Experience with service management tools (ServiceNow)
- Knowledge of IT security principles and access management
- Familiarity with change management processes
- Experience managing external service providers and vendor relationships
- Knowledge of ITIL framework and service management best practices
- Very good communication level and engagement skills, both written and verbal
- Management of internal and external people
- Experience leading multi-department and multi-cultural teams: clarifying requirements, resolving conflicts, defining roadmap and driving progress
- Strong understanding of Digital / IT service delivery models and frameworks
- Experience with service management tools and platforms
- Knowledge of contract management and SLA monitoring
- Understanding of Digital / IT governance and compliance requirements
- Experience with product management tools (such as Jira)
- Experience with Agile/Scrum methodologies for product development
- Strong project management skills to coordinate multiple projects simultaneously
- Knowledge of relevant regulatory requirements (GxP where applicable)
